Customer Service Operations Executive Freight Forwarding

Roles and responsibilities

Build and maintain strong relationships with key customers, addressing their concerns, resolving issues, and ensuring their satisfaction.
Continuously assess customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

KEY ACCOUNTABILITIES

Manage file creation and all services associated with freight forwarding and logistics.
Assist with account start-up. Liaison with sales to ensure required documentation/information needed for the SOP are provided.
Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing.
Assist clients in their day-by-day requests related to export/import documentation in order to ensure proper execution to the transportation files.
Provide clients with complete Flight/Sailing details in order to ensure proper flow in information is guaranteed.
Liaise with Airlines/Ocean lines in order to procure the best possible solutions (capacity and cost) to be utilized upon execution of transportation files.
Liaise with internal Network and external Partner Agents in order to guarantee the best possible service assistance.
Act quickly upon possible emergency situations that may arise within the life of an Air/Ocean file.
Network with Operations colleagues to ensure proper support is given in case of workflow overload.
Customer Service Management
Overseeing Customer Support Teams: Lead and manage customer service teams, ensuring they provide high-quality support across various channels (phone, email, chat, in-person).
Developing Service Standards: Establish and maintain customer service standards and protocols, ensuring that all customer interactions are consistent, professional, and effective.
Customer Issue Resolution: Handle complex customer complaints, ensuring timely and effective resolution while maintaining customer satisfaction.
Training and Development: Train and develop customer service representatives on communication skills, product knowledge, and problem-solving techniques to enhance the overall customer experience.
Performance Monitoring: Track and analyze key performance indicators (KPIs) such as customer satisfaction (CSAT), response times, issue resolution rates, and first-call resolution. Provide regular feedback to the team to improve performance.

Desired candidate profile

At least 3 years of relevant and recent experience in Freight Forwarding Operations and Customer Service.
2 years' experience in Dammam Custom Clearance process.

SKILLS

Freight Forwarding – Solid and demonstrated working knowledge of the Freight Forwarding Industry.
Agile Skills - Ability to prioritize multiple tasks to meet various deadlines.
Computer Skills - Intermediate computer skills with a proficiency in MS Office (Outlook, Word, Excel & PowerPoint
Analytical Skills - Strong analytical skills including ability to analyze numbers and attention to detail.
Communication – Effective verbal, written, and interpersonal skills. Ability to communicate with clients, carriers, other forwarders, vendors.
Languages - You speak and write fluent English – additional languages are a bonus, but not a must.
Operational Management
Process Optimization: Streamline and optimize customer service and operational processes to ensure efficiency, reduce costs, and improve service delivery. Identify bottlenecks and implement solutions to improve workflow.
Resource Allocation: Manage resources, such as staffing and inventory, to ensure that the customer service team can handle the expected volume of customer inquiries or issues.
Operational Support: Oversee the daily operations of customer service departments, ensuring that customer orders, returns, and inquiries are processed efficiently.
Cross-Functional Coordination: Collaborate with other departments (sales, logistics, product teams, etc.) to ensure that customer service and operational functions align with company goals and objectives.